Firdous Jabeen

Detail-oriented and highly organized administrative professional with experience providing exceptional customer service, managing confidential information, coordinating schedules, and supporting day-to-day operations in fast-paced environments. Proven ability to communicate effectively with diverse stakeholders, handle sensitive information with discretion, resolve issues professionally, and maintain accurate records. Strong proficiency in Microsoft Office Suite, Outlook, Teams, and virtual collaboration tools.

Customer Experience Associate - Scotiabank - Midland, Ontario, Canada

(2026-04)

• Provided professional front-line support to customers while maintaining strict confidentiality and compliance with banking policies and procedures.
• Responded to customer inquiries, concerns, and requests, ensuring timely resolution and escalation when required.
• Maintained detailed records and processed financial transactions with a high degree of accuracy and integrity.
• Collaborated with branch leadership and team members to support operational effectiveness and customer satisfaction.
• Utilized various banking systems and Microsoft Office applications to manage information.
• Built positive relationships with clients and colleagues through strong interpersonal and communication skills.

Team Member - Tim Hortons - Midland, Ontario, Canada

(2023-10 - 2026-08)

• Delivered exceptional customer service while managing high transaction volumes and competing priorities.
• Handled cash transactions and maintained accurate records and reconciliations.
• Responded professionally to customer concerns and resolved issues efficiently.
• Supported daily operations while ensuring compliance with organizational standards and procedures.
• Worked collaboratively with team members to maintain service excellence and operational efficiency.

Cashier / Customer Service Associate - Walmart - Midland, Ontario, Canada

(2024-08 - 2025-04)

• Processed customer purchases accurately using POS systems and cash registers.
• Handled cash, debit, and credit transactions while balancing tills at the end of shifts.
• Assisted customers with product inquiries and resolved concerns professionally.
• Supported team members during high-traffic periods to improve customer service.

Operations Specialist - Citibank - Chennai, India

(2022-08 - 2023-07)

• Supported banking operations by processing transactions, reconciliating accounts and maintaining accurate records.
• Handled customer and account-related documentation while ensuring compliance with internal procedures.
• Assisted in resolving operational issues and responding to internal stakeholder inquiries.

Senior Analyst - Royal Bank of Scotland (NatWest Groups) - Chennai, India

(2017-05 - 2022-03)

• Processed banking requests and maintained confidentiality of customer information.
• Worked collaboratively with cross-functional teams to deliver timely and accurate service.

Post Graduate Diploma (PGDMA) - Business Analytics - Seneca College (2023 - 2024)

Master of Business Administration (MBA) - General - Loyola College (2017 - 2019)

Bachelor of Arts (BA) - Corporate Economics - Women's Christian College (2014 - 2017)